AFCA considers complaints that previously would have been handled by the Financial Ombudsman Service, the Credit and Investments Ombudsman and the Superannuation Complaints Tribunal. We are the dispute resolution scheme for financial services.We consider complaints about:credit, finance and loansinsurancebanking deposits and paymentsinvestments and financial advicesuperannuation What we doOur role is to assist consumers and small businesses to reach agreements with financial firms about how to resolve their complaints. We are impartial and independent. We do not act for either party to advocate their position. If a complaint does not resolve between the parties, we will decide an appropriate outcome.Decisions we make can be binding on the financial firm involved in a complaint. We can award compensation for losses suffered because of a financial firm’s error or inappropriate conduct. There are other remedies we can also provide for superannuation complaints. We do not, however, award compensation to punish financial firms or impose fines.AFCA is not a government department or agency, and we are not a regulator of the financial services industry. We are a not-for-profit company, limited by guarantee that is governed by a Board of Directors, which includes equal numbers of industry and consumer representatives. AFCA’s Chief Ombudsman is responsible for the management of the organisation.

As a Customer Relations Specialist I did the following; • Manage the investigation and resolution of internal complaints to industry best practice• Commit to and maintain an outstanding customer contact experience • Establish a proven process to design and implement a strategies for resolution of complaints• Raise and contribute to continuous improvement ideas and processes to refine the customer experience• Engage and provide feedback to key stakeholders within the Group on opportunities for process and product improvements• Participate in highly complex or sensitive investigations and negotiation• Provide regular updates to your Manager• Participate in initiatives driven by the Customer Relations Leadership team as required • Proactively participate in the design and implementation of action plans resulting from the People and Culture and Customer Surveys• Contribute to the protection of the Group from emerging issues by leveraging proprietary insights, effective feedback and developing strong relationships My skills & experienceI have great customer service skills along with the following competencies:Proven experience in complaints managementExceptional negotiation skillsExperience in effectively engaging in all levels of managementProven experience in customer service/facing role for 14 yearsCommunication – Oral and Written (expert)Effective Time Management (sound)Commercial Acumen (sound) My developmentIt is expected in this role that all development plans will align with the Group Customer Relations strategy and business plans. At a minimum it is also expected as part of the role that there is continuous improvement for technical skills relating to effective internal complaint resolution.

The Direct Channels Risk Culture Program seeks to drive a transparent, consistent and collaborative approach to building risk awareness and capability amongst our people; creating a high integrity risk culture. We all personally play a role in managing risk, which includes understanding and effectively managing the risks that relate to our role and business. My Responsibilities▪ Support the compliance of the risk framework and where appropriate facilitate risk activities and analysis to ensure effective Risk Management processes are in place▪ Identify risk opportunities and implement strategies to reduce risk to our customers and the business▪ Champion a strong risk culture; driving positive behaviours such as encouraging a curious mind within the frontline and supporting ideas to reduce risk in the business▪ Be an advocate and voice for the people; representing them in various forums  My Skills, Experience and Motivation▪ Solicit feedback and collaborate with others to develop a solution that not only addresses the problem at hand, but also prevents the same issues from occurring again in the future.▪ Demonstrate values-based behaviors, inspiring through action, building consensus through listening, and motivate by understanding what people value▪ Have a desire to make a real difference to the business i support▪ Have the ability to influence others and drive excitement

I am a Property Sales Specialist within the Financial Assistance Solutions Team based in Head office.Our business model provides for the effective arrears management, development of risk strategies and recovery management in relation to Home Loans. Our philosophy is to maximise customer retention whilst at the same time ensuring risk is mitigated or minimised. I am required to develop effective strategies in order to manage customers whose home loan arrears are substantial and usually in excess of 90 days delinquent.I pride myself on providing high quality internal customer service and delivering outcomes to support our partners and uphold our stakeholder relationships in order to reach our business objectives.

I was accepted into the 1st cohort of FAS academy in April 2018 and have now graduated. What is FAS Academy 1st Cohort ? • It is helping me future proof myself and grow beyond my core role .• It is building my skills and experience• I own my 12 month journey and tailor my experience against my career goals and aspirations• I choose my own electives and do as many as I like each quarter. • Once I graduate I will join the FAS Alumni, keeping me connected and opening up my networks for future opportunities.

C&CS assists the Retail Banks customers in management of their financial commitments by working towards a mutually agreeable solution. I was a part of the Home Loan Case Management Team, focusing on Home Loan's & Viridian Lines of credit 60+ delinquent . My duty was to provide outstanding customer service together with finding the best possible credit solution for our customers, To mitigate loss and credit risk for the Group.This also requires Upholding our customer & external stakeholder relationships at all times. I also had exposure & experience in ;Educating customers on their products and their internal & external credit history. Restructure of loans , down casting of loans & capitalisation. Personal money plans.Ensuring hardship assistance is given when required. Equity unlock.Extension of Loan terms.Early release of super( Generating 3+12 letters for customers & Department of Human Services ) Instructing mercantile agents.Instructing solicitors in regards to the Litigation processes to either begin , be placed on hold or to cease if alternate solution can be agreed upon. Appointing property presenters if litigation proceedings required.Requesting 'Power of Sale' or default notices when initiating litigation.

This role is a customer solutions based team for credit cards up to 180days, personal loans up to 180 days , Viridian lines of credit and home loans < 60days delinquent.This means finding the right solutions for our customer's while keeping them at the heart of what we do is utmost important.In my day to day role I took initiative to set daily goals for my team , distributed even work flow amongst our team & emailed updates through out the day to ensure we would meet our daily goals & targets for the current month and future.I became my team managers leading hand by running team huddles when she could not attend as well as delegating work when needed, I have learnt a lot from my Team manager & am grateful to have been working with her.

I started at Baycorp working on aged debts, I then moved over to the Capital Finance team within the company where I was dealing with repossessions of vehicles , basic litigation & collections on the arrears after sale.In this role there was a need for skip tracing , negations, and strong communications with solicitors, customers & the operations manager.I took accountability for my own portfolio of debtors by following up on payments , possible private sales of vehicles as well as any litigation commencing against them.